The biggest challenge of COVID-19 has been the unrelenting uncertainty when making decisions. Especially early on, even public health experts were in disagreement about best ways to mitigate risk. The leadership team and cross-functional work groups evaluated the data and worked closely with the local health department to develop a 40-page Safe Work Playbook addressing all safety elements including: PPE, disinfectant measures, daily health screening, isolation protocol, defining COVID exposure, quarantining and return-to-work.

Staff and managers from public service, human resources, facilities and operations and communications and innovation plus two labor unions were part of the work groups. This cross-functional representation was critical to ensure protocols were comprehensive, reflected actual daily frontline work, addressed staff concerns at every level and provided multiple layers of expertise. Pulling all the data into one printed book that was put in "Welcome Back" bags helped staff feel the library took their safety seriously.

By consistently implementing the Playbook protocols, to date TLCPL has not had any viral spread. Staff with exposure outside of work have effectively quarantined to remove the risk of contagion. The book format allows protocol updates as the health department provides new recommendations. Regional CWA union leaders have taken this book to a national level to challenge other organizations to do better to keep staff safe. The Playbook's success is perhaps best summarized by this staff message: “I feel leadership is going above and beyond to keep me safe.”